MSG91 Bot

• The message card is use to send a message to the user. One can add a normal text, any kind of media such as image, video, audio, call to action, buttons, list and the products linked to WhatsApp catalog through this card. One can also use this card to fetch the live location coordinates of the user using the location card.
  
  Check out the help docs below and fulfill your use case now:
  

  • Send a text Message

  • Share Media along with the message

  • Share WhatsApp templates in between the flow

  • Send call to action button

  • Send buttons in the message

  • Share catalog products in the flow

  • Share list of options in the flow

  • Share the location card to fetch location coordinates

  • Save User inputs in variables

  • Validation settings in Message card

The utility function includes below three cards:

• Script

• Delay Node

• Condition Node

  
  

Let’s understand each of them in detail through below documentation

The Action card is used to perform actions such as:

1. Assign Conversation : The assign Conversation card lets the user assign a team or an agent prior. The feature can be used for the scenario when the end user asks the bot to connect him to an agent. The bot can assign the ticket to the agent / team pre-assigned as mentioned in the flow.

2. Unassign Conversation: The card will unassign the conversation from the bot. The user has to manually re-assign the ticket to an agent if needed.

3. Resolve/ Close Conversation: The card will change the ticket status from open to close. The bot will still be assigned to the ticket.

This feature allows users to seamlessly integrate the MSG91 bot with their custom software or any third-party tools they use.

API Node

Plugin:
MSG91 offers built-in plugins for effortless integration with popular third-party tools such as Google Sheets, Shopify, HubSpot, Freshdesk, Calendly, and more.

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1. Open Hello, navigate to "Manage," and select "Bots."

2. Click on the Create Bot button and select type as MSG91[Beta]. 
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3. Name the bot and Save it
   
   

   

4. Click the "Create Flow" button (top-right corner) to begin creating your bot flow. Name the flow and select the appropriate flow type based on your needs—either Message-based or Fallback.
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5. Defining Intents and Matching
   Add intent keywords (words users may input when interacting with the bot) and enable Case Match and Regex Match based on your requirements:
   
   

• Case Match: Enables case-sensitive keyword recognition. For example, if “Hi” is case-matched, only the exact match “Hi” is accepted, while “hi,” “HI,” or “hI” will be rejected.
  
  

• Regex Match: Use regular expressions (regex) to define text patterns, making it possible to validate, search, or manipulate user input. For example, the regex \d{3}-\d{2}-\d{4} matches a U.S. Social Security number (e.g., 123-45-6789). For more details, click "Learn more" or use tools like ChatGPT to help create regex codes.
  
  

6. If a user doesn’t respond after a set time, enable Nudge Contact to send reminders. Customize the message, number of attempts, and delay time. Save once configured
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7. Now you can add the following nodes in your flow:

• Send a message or text

• Ask Questions

• Utility 

• Action

  

8. The Send Message node allows sending text, media, WhatsApp templates, CTA button. You can also add a variable in the message node. 

   

9. The Send Media option allows user to send/attach media of the following type

• Audio

• Image

• Video

• Document
  
  Click on the supported file types button to know more about the files supported by the bot along with their size. 

  

10. The Send WhatsApp Template node allows you to send Meta-approved WhatsApp templates through the bot

11. The Send CTA Button node allows you to send text, image, video, or document with clickable phone, link, and email options, enabling users to contact you directly.

    

12. The Ask Questions node provides user with two options: Ask text and Ask button
    
    

    

13. The Ask Text lets user ask questions and store them in either pre-defined variables such as customer_name, customer_mobile and customer_email or custom variables. 
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14. Create the variables by writing the variable name under the store response section.
    

15. Validation Settings: This feature helps a bot validate the responses received from the user. Enter the no. of attempts along with the message to be shown when user input is invalid.
    

16. Post the completion of no. of attempts, the bot can either do the following tasks

• Drop from the bot

• Skip the question

• Proceed to fallback: Upon selecting this option, a fallback option is created allowing you to perform an action of your choice.
  
  
  

  

  17. To validate the response add the max and min no. of character required along with the regex expression if required. 
      

  18. The Ask Button lets you add up to three buttons with a header along with header storing following types of data

• None

• Text

• Image

• Video

• Document

Add footer and variables if required.

19. Use Utilities to add custom logic or scripts using JavaScript. You can execute APIs and display responses based on your logic.
    

20. To create additional nodes in the utility script, you need to include return statements with string variables. For example writing return “true”; will generate a node named “true”.
    

21. The fallback node is a default node created to handle the flow when the utility script fails to run at any situation.
    

22. Multiple nodes can be created as per the requirement.
    

23. In order to store and display the response of the API in further flow, one can use the _flow_variables.variable_name.
    

24.  To display this variable in any other card one can write the variable as {{variable_name}} and present it to the end user.
    

25. Also kindly use fetch function to call APIs and perform crud operations
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26. You can test the script and do the needful changes by clicking on the test script button before saving it. 

    

27. The Delay node allows you to set a specific wait time before the bot responds, simulating a more natural conversation flow by adding a delay

22. The Action node allows you to assign a conversation to an agent, unassign it, or close the conversation at any point.

    

23. The Assign Conversation node allows you to assign a conversation to your team or an agent for quick and efficient resolution

    

24. The Unassign Conversation and Resolve/Close Conversation nodes allow you to unassign a conversation from an agent or close the conversation once it's resolved.
    
    

25. Click on the Settings to configure the bot level settings

    

26. Configuring Settings

• Enable Inbox: Select which inboxes to integrate with the bot.

• Fallback Flow: Choose a custom fallback action in case of no response.

• Non-response Action: Define the bot’s behavior when the user doesn’t respond.
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27. Save all settings, and your MSG91 bot is ready to go!

One can configure the MSG91 bot related settings by clicking on the settings buttons.

1. Click on the “Enable at” buttons and select the communication channel you wish to integrate the bot with. Save the changes.

2. Fallback flow : Set the custom fallback flow you wish to, when the bot is unable to understand the user’s message.

3. Session Duration : One can also set the time duration for which the bot needs to stay active. Once the set time is the bot session expires. All the conversation done gets vanished from the bot’s memory and one needs to re-initiate the conversations.

4. User can also set a message that needs to be sent once the session is expired. This helps the end user understand the bot is no longer continuing the conversation flow.

5. Select an action : User can set an action they wish to perform once the session is expired. The action could be Assign ticket to the team or agent, unassign the ticket from bot, Close ticket or pick a fallback flow.
   
   

   

With MSG91’s Google Sheets plugin, you can seamlessly store user responses from your chatbot into a connected Google Sheet. Follow the steps below to get started:

✅ Step 1: Set Up Your Chatbot Flow

1. Open your MSG91 Chatbot in Hello Ticketing and chat center.

2. Create a new flow or use an existing one.

3. Add a series of

   message cards

   (e.g., text questions) to collect user responses.

4. For each question, save the responses in variables. Refer this

   doc

   to understand how to create custom variables to store user response.
   

Example:
Create message cards for the following questions and save responses as:

✅ Step 2: Prepare Your Google Sheet

1. Open Google Sheets from your Google account.

2. Create a new spreadsheet and add column headers that match the information you want to collect.
   

Example column headers:

• Name

• Country

• Car

• Hobby

(Make sure they correspond to the variables above.)

✅ Step 3: Connect Google Sheets Plugin in MSG91

1. Go back to your chatbot flow in MSG91.

2. From the right-side panel, click on Connections.

3. Drag and drop the "Plugin" card onto your chatbot flow (canvas area).
   

✅ Step 4: Configure the Plugin

1. Click on the Plugin card → Add Flow → Select Google Sheets.

2. Connect your Google Account (use the same account where your spreadsheet was created).

3. From the dropdown:

   • Select your Google Sheet

   • Choose the correct worksheet (e.g., Sheet1)
     

4. The columns from your sheet will now auto-populate below.

5. Enable the “Fill with AI” checkbox.

6. Click Test:

   • Enter sample values for each column.

   • Save and confirm that these values appear in your sheet.

7. If successful, click Create.
   

✅ Step 5: Map Variables with Sheet Columns

1. On the Plugin card, click the bullet point icon, then click the pen/edit icon.
   

2. You will now see a key-value mapping format like this:

{
 "Name": "{{customer_name}}",
"Country": "{{country_selected}}",
"Car": "{{car_selected}}", 
"Hobby": "{{user_hobby}}"
}

3. Make sure the keys match your sheet’s column headers, and the values match your variable names (surrounded by double curly brackets).
   

4. Save the configuration.

🎉 You’re Done!

Now, whenever a user interacts with your chatbot and fills out the flow, their responses will be automatically logged into your Google Sheet in real time.

🛠 Need Help?

If you face any issues:

• Double-check your variable names and column headers

• Ensure the Google Sheet is accessible via the connected account

• Schedule a Meeting

  or drop an email at [email protected]